8/20/2025-That email was scalding…eesh!

Your company’s execution of the new contract is going great…at least in your eyes.

Oh, but wait. A new email from the buyer just hit…ouch….ummm, okay. He’s ticked off. Actually, he’s piping mad.

Who better than you to take care of it?

Sales superstar and perennial Top 10% member Dia Marchionne offers, "When something feels – or is contentious with a client – I push hard to get on the phone to talk it through. A meeting would be optimal, but things won’t calm down unless they are and feel heard."

Buyers sometimes communicate by sending nasty, churlish notes. That’s their prerogative.

Don’t be offended or inflamed. Let it roll off your back.

Dia adds, "Email is a bad conversation tool, so don’t even try to solve a problem by responding to their note."

The next time you have a problem or a miscommunication with a client, put on your big girl / boy pants and invite them to join you on a call or a video chat. It might take a few tries, but it’ll be the best way to use your charm, grace and ears that have gotten you this far.

YES, it is hard getting your customers on the line to talk about stuff…and it may be harder when they are hotter than a whistling kettle.

Whatever you do…don’t engage in an email conversation. You can’t win that one. Try harder for a real conversation.

Simon Sinek offers insights here on how to have an uncomfortable conversation with your customers. In this 4-minute performance, Simon offers some good nuggets that will help with any difficult convos you need to have in your sales life.